Our client is a fast-growing, cloud-based healthcare technology company on a mission to make life easier for independent medical practices. Their SaaS platform combines clinical records, patient engagement, and billing into one system used by tens of thousands of clinicians.
Founded over a decade ago, the company has moved well past its early startup days into a genuine growth phase - a proven product and customer base, paired with the pace and ambition of a company still scaling fast.
The Opportunity
As the company's customer base and support function continue to grow, they're bringing on a senior support leader to take customer service from a cost center to a genuine competitive advantage. This isn't a traditional support leadership role - you'll own the full lifecycle of how support cases get captured, resolved, and turned into product improvements, while building a team and operating model that can scale without ballooning cost.
You'll partner directly with the CPO and sit close to Product and Engineering leadership, using support data to actively shape what gets built next - not just report on what broke.
What You'll Own
Operational Excellence
- Own SLA and case-resolution performance across the entire support organization
- Build the systems, processes, and standards that make support genuinely excellent - not just adequate
Building & Scaling the Team
- Lead and develop a team of Support Managers overseeing a support organization of roughly 20 people
- Redefine what "scale" means here: not simply growing headcount alongside ticket volume, but building better processes, tooling, and workflows so the team gets more effective without a proportional cost increase
- Raise the technical bar for the team and build real, non-linear career paths that retain strong people
Cross-Functional Influence
- Bring case data directly into Product and Engineering roadmap conversations - translating patterns into prioritized, evidence-backed recommendations that prevent issues at the source
- Act as a genuine peer to Product and Engineering leadership, not just a voice flagging problems after the fact
Engineering Support for Scale
- Own capacity planning and tooling investment as ticket volume and complexity grow
- Own the evolving balance between AI-assisted and human resolution - this team already leverages AI for simpler cases, and this role will keep pushing that balance forward as the system matures
What We're Looking For
- 5–7 years building, leading, or scaling customer support or customer product services at a SaaS company, ideally in healthcare; direct EHR experience is a strong plus
- Technically credible - comfortable speaking engineer-to-engineer and assessing the quality of technical problem-solving
- Genuine hands-on AI experience - you've built or deployed AI agents doing real work, not just used AI as a chat assistant
- A track record of running a support function against hard SLAs and systematically improving performance over time
- Experience partnering with Product and Engineering leadership as a true peer, with a record of influencing roadmap decisions
- Experience treating support as an end-to-end system - you've redesigned workflows, tooling, or operating models to help an organization scale
If you’re a VP-level Customer Support leader who enjoys building scalable systems, using technology intelligently, and having a real voice in how a product evolves, I’d love to connect.
